Recall doubled. Conversion up 49%. A diary that tightens in real time.
How Injectual's two-site injectables studio turned a strong inbound pipeline into booked appointments, without hiring, without adding marketing spend.
Fast follow-up is a systems improvement,
and the numbers show it.
The pipeline was never the problem.
The follow-up was.
Injectual wasn't short on interest. Thousands of patients in the CRM, hundreds of inbound enquiries every month, with a strong pipeline across both the Notting Hill and Shoreditch clinics. The question was never whether interest existed. It was what happened to it after it landed.
Recall was light. Patients who left without a next appointment got the occasional newsletter and a "time to book" email, but after that, nothing. Some had sat in the database for over a year without a real conversation. Meanwhile, Joëlle's booking coordinator was leaving at the end of October. She needed a solution fast, without absorbing the training and employment risk of a full-time hire.
We didn't need help on the marketing side. We needed a buddy to call, someone to keep momentum going so follow-up didn't become inconsistent or delayed.
The "who" matters as much as
the system.
Injectual needed to move fast without adding workload to a front-of-house team whose priority is looking after patients physically in the clinic. But Joëlle also cared deeply about the operating model: who would be doing the work, how it was managed day to day, and who would be representing Injectual in front of patients.
When a clinic has a specific tone and a high standard of care, handing over patient communication isn't a transaction. The trust has to be earned. Coherent's answer was to introduce a dedicated account lead, Thandi, and run all outreach under Injectual's brand, email domain, and voice.
Two fronts,
one coordinator.
Coherent started with the legacy patient base: patients who hadn't been in for over six months and had no upcoming appointment on the books. That was the quickest way to recover value already sitting in the CRM.
At the same time, the team took over follow-up on new inbound enquiries across both Notting Hill and Shoreditch. It's a full-time job, and then some. All outreach runs under the Injectual brand: the domain, the tone of voice, the clinic's standard of care. Patients experience no jarring shift. For them, it feels like the clinic. For Joëlle, it felt like having an extra arm.
Leads that would've gone cold,
followed up inside an hour.
In the three months since working with Coherent, recall bookings more than doubled quarter-on-quarter, around 100 incremental appointments in the calendar that wouldn't have existed otherwise.
On new leads, conversion rose 49% versus the same period the year before, with no new marketing spend. What changed wasn't what was coming in. It was what happened after someone raised their hand. Enquiries are now being followed up within the hour, across the right channel, by someone who knows the brand.
Speed isn't a marketing win.
It's a systems win.
Joëlle's clearest articulation of what changed: "That's not a marketing improvement. That's a systems improvement." The pipeline hadn't grown. What changed was what happened inside the minutes and hours after an enquiry arrived.
That's the kind of shift that shows up twice. First in the quarter's numbers, then in the conversation about diary capacity. When the constraint moves from "we need more leads" to "we need more chair time," something structural has changed.
I'd watch a slot come open and then watch it close. The gaps were getting smaller and smaller, which is exactly what you want to see.
The work feels healthy.
The diary is tightening.
Three months in, the operating posture is different. Leads aren't sitting in limbo. Recall runs in the background. The front-of-house team stays focused on patients physically in the clinic, where they belong.
Joëlle's own summary of where she's landed: genuinely happier than the last conversation. The collaboration is in a good place. The results look healthy. And, in her words, she's a happy chicken.
“Far more leads are
turning into bookings —
I’m a happy chicken”
“Hours back every day —
without losing the
relationships that matter”
Related use cases
If the pipeline's full but the diary isn't,
it's a systems problem.
A 30-minute conversation about where value is leaking between enquiry and appointment, and whether Coherent is the right team to help you close the gap.
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